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Are you planning to email a survey, but writing the subject line is holding you back? . Do you fear that any subject line you’d come up with would fail to engage your audience? I’m not surprised. 35% of recipients open emails based on the subject line alone, after all.

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Today, companies must provide customers with personalized, seamless customer service across all channels. But that’s not all—the modern customer also expects to receive speedy support from a real person, which means the days of putting customers on hold are over.

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This is not some get rich quick scheme. If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe it’s high agent turnover or absenteeism. Maybe its call volumes that exceed contact center capacity. Whatever the reason, when troubles reduce the contact center to nothing more than a tightly managed expense, it becomes very difficult to ask for improvements.

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